Harsh Patel
Ahmedabad
Summary
Revenue-driven Customer Success Manager with 7+ years of experience in global SaaS account management at Radixweb’s OnPrintShop product. Proven track record of managing 210+ accounts, including 45+ enterprise customers, while maintaining 91%+ retention across UK, US, and Canadian markets. Experienced in driving customer lifecycle strategy, expansion revenue, stakeholder alignment, and leading cross-functional teams.
Overview
7
7
years of professional experience
Work History
Customer Success Manager
Radixweb
12.2018 - Current
- Managed 210+ global SaaS accounts including 45+ enterprise customers.
- Maintained 91%+ retention rate by proactively identifying churn risks and implementing engagement strategies.
- Drove expansion revenue through strategic upselling of upgrades and new feature releases.
- Led customer lifecycle management from onboarding to renewal.
- Acted as escalation point for enterprise clients ensuring long-term satisfaction.
- Led and mentored 8+ team members improving service quality and response efficiency.
- Collaborated with Product and Technical teams to influence roadmap improvements.
- Created documentation, FAQs, and training materials to improve customer adoption.
Education
MBA -
Jaipur University
01-2016
Bachelor of Commerce -
Gujarat University
01-2011
Skills
- Enterprise account management
- SaaS customer lifecycle management
- Retention and churn mitigation
- Upselling and cross-selling strategies
- Revenue expansion
- Executive stakeholder engagement
- Renewal management
- Escalation resolution
- Team leadership and mentorship
Professional Summary
- Managed 210+ Active SaaS Accounts
- Handled 45+ Enterprise Clients
- Markets Managed: UK, US, Canada
- Led & Mentored 8+ Team Members
- Maintained 91%+ Customer Retention Rate
Tools And Technology
- Zoho (Ticketing & Customer Support Management)
- Microsoft Teams (Client Meetings & Communication)
Languages
English
Upper Intermediate (B2)
B2
Hindi
Upper Intermediate (B2)
B2
Gujarati
Upper Intermediate (B2)
B2
Timeline
Customer Success Manager
Radixweb
12.2018 - Current
MBA -
Jaipur University
Bachelor of Commerce -
Gujarat University